> ## Documentation Index
> Fetch the complete documentation index at: https://broker-docs.newyorkcityservers.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Tickets

> Open a support ticket, follow its status, reply to NYCServers support, and understand auto-close.

Use **Support** to open a ticket with NYCServers support, follow its status, and continue the conversation in the Broker Panel.

## Who Can Do This

Admin and Staff users can open, view, filter, and reply to tickets. Every ticket for your broker account is visible to your whole team, with the user who submitted it.

## Open a Ticket

<Steps>
  <Step title="Open Support">
    Open the **Main Navigation** section in the sidebar and select **Support**.
  </Step>

  <Step title="Start a New Ticket">
    Select **New Support Ticket**. The **New Support Ticket** sheet opens.
  </Step>

  <Step title="Describe the Problem">
    Enter a short **Subject** (required, 200 characters maximum). Optional: select the client service in **Related Service**. The list shows your active services.

    Enter the details in **Description** (required, at least 10 characters).
  </Step>

  <Step title="Add Attachments">
    Optional: add files in **Attachments**. You can add up to 5 files, 10 MB each, in PNG, JPG, GIF, WebP, PDF, TXT, or CSV format.
  </Step>

  <Step title="Create the Ticket">
    Select **Create Ticket**. The panel shows **Ticket Created** with the ticket reference, such as `SUP-12345`, and the ticket appears in **Your Support Tickets**.
  </Step>
</Steps>

## What to Include in a Ticket

Support can investigate faster when the ticket has all the facts. Include:

* **Service number:** select the service in **Related Service**, or type the service number in **Description**.
* **What you did:** the page and the action you selected, in order.
* **The exact error text:** copy the message as the panel or API shows it.
* **Screenshots:** attach them in **Attachments**.
* **When it started:** the date and time, and whether the problem continues.

<Warning>
  Do not put passwords or API key secrets in a ticket or attachment.
</Warning>

## Find and Filter Tickets

**Your Support Tickets** shows 10 tickets on each page. Each row shows the subject and ticket reference, **Status**, **Service**, **Submitted By**, **Last Activity**, and a **View** action. A ticket with new support replies shows an **unread** badge with the number of replies.

Use these controls to narrow the list:

| Control | Options |
| - | - |
| Search | Matches the subject, `SUP` reference, status, or priority. |
| Sort | **Activity Newest**, **Activity Oldest**, **Created Newest**, **Created Oldest**. |
| Status | **All Statuses**, **Open**, **Waiting on Support**, **Support Replied**, **Resolved**. |
| Service | **All Services**, or one client service. |

When you open Support from a **Support Ticket Updates** alert, the list can show only tickets with unread replies. Select **Unread updates** to remove that filter.

## Reply and Add Attachments

<Steps>
  <Step title="Open the Ticket">
    Select the subject or **View**. The ticket shows **Created**, **Last Activity**, **Status**, **Related Service**, and the full conversation.
  </Step>

  <Step title="Write the Reply">
    In **Add New Reply**, enter your message. Optional: add up to 5 files, 10 MB each, in PNG, JPG, GIF, WebP, PDF, TXT, or CSV format.
  </Step>

  <Step title="Send">
    Select **Reply**. The reply appears in the conversation, and the ticket status changes to **Waiting on Support**.
  </Step>
</Steps>

When NYCS Support replies, each team member who turned on **Support Ticket Updates** in [Account Settings](/broker/account-settings) gets an email with the subject **Support ticket updated** and a **View Ticket** link. The bell menu also shows a **Support Ticket Updates** alert. Select it to open the updated ticket.

## Ticket Statuses

| Status | Meaning |
| - | - |
| **Open** | You created the ticket, and support has not replied yet. |
| **Support Replied** | NYCS Support replied. Support is waiting for your answer. |
| **Waiting on Support** | You replied. The ticket is waiting for NYCS Support. |
| **Resolved** | The ticket is closed. You can read it, but you cannot reply. |

## Auto-Close and Resolved Tickets

A ticket in **Support Replied** closes automatically after 24 hours with no new reply. Its status then changes to **Resolved**.

<AccordionGroup>
  <Accordion title="What Keeps a Ticket Open">
    A new reply from you or from support counts as activity. When you reply, the ticket moves to **Waiting on Support**, and auto-close does not apply to it. Only tickets in **Support Replied** close automatically.
  </Accordion>

  <Accordion title="Can I Reopen a Resolved Ticket?">
    No. A **Resolved** ticket is read-only, and replying does not reopen it. The ticket shows **This ticket is closed** with an **open a new ticket** link. Select the link to open **New Support Ticket**, and include the old ticket reference in **Description**.
  </Accordion>
</AccordionGroup>

## Next Step

<Card title="FAQ & Troubleshooting" icon="arrow-right" href="/broker/faq">
  Find quick answers to common problems before you open a ticket.
</Card>


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